FAQ: Concierge docs

The basics

What is Concierge?

Concierge gives your business digital employees: AI agents that answer customers and do the work behind the answer, and that also help your team with reports, research and back-office jobs. They work with real tools and your real data, ask before consequential actions, and record every step.

How is it different from a chatbot?

A chatbot answers questions. A Concierge agent also does the work: it looks up the order, opens the return, skips the subscription, builds the report on its own computer, and hands the conversation to your team with notes when it should. It serves customers and your team from the same place.

What's the difference between Concierge and Finn?

None underneath. Concierge and Finn are the same agent under two names, with one credit balance. Concierge is the name in Chargezen; Finn is the name of the iPhone app and joinfinn.com.

How much does Concierge cost?

Starter is $20/month with 20,000 credits. Pro is $199/month, or $1,990/year, with 199,000 credits. More credits cost $1 per 1,000. Phone and text charges are billed as used. See Credits and usage.

Is Concierge only for Shopify stores?

No. Concierge works for online stores and for service businesses. Shopify stores also get its built-in tools for orders, returns and subscriptions.

Where it works

Which channels can it answer?

Phone calls, text messages, WhatsApp, email, website chat and help desk, Shopify checkout chat, Slack, Telegram and admin chat. Teammates can also work with agents from the Finn iPhone app, and from ChatGPT or Claude through MCP.

Does it work in Microsoft Teams or Discord?

No. For team chat, connect Slack or Telegram.

Can it answer the phone?

Yes. An agent answers calls on your business number, and teammates can listen in, join the call, transfer it to a teammate or hand it back. See Set up your number and Join and transfer calls.

What it can and can't do

Can an agent refund a customer?

An agent opens the return in Shopify, and your team approves the refund. Agents don't move money back on their own.

Can agents make mistakes?

Yes, as any employee can. That's why consequential actions always ask first, each agent only has the tools you give it, and every step is recorded so you can see what happened.

Can my team take over a conversation?

Yes. Reply in any conversation and the agent steps back. Click Return to Agent when you want it to pick up again.

Can I use my own AI model?

Yes. Connect your own OpenAI, Anthropic, Google Gemini, xAI, Fireworks or AWS Bedrock account and pick the model per agent. See Bring your own model.

Does it learn?

Yes. Agents remember how your business works and learn from how your team handles handoffs. They don't learn who your customers are, and you can review, archive or forget any memory in Build > Memory.

Control and security

What needs my approval?

Anything consequential: cancelling or changing subscriptions, order changes, reward points, store settings, invoices and file uploads. See Approvals.

Is my data safe?

Chargezen is SOC 2 Type II certified and supports SAML single sign-on. Each agent gets only the access its job needs, and every job that needs a computer gets a private one that's shut down afterward. See Security for agents.

How do I delete data?

Forget memories in Build > Memory, set how long call recordings are kept, and disconnect any tool or assistant. For anything else, email privacy@chargezen.com. See Troubleshooting.

Guides

On the product page

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